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Customer Service on the Internet : Building Relationships, Increasing Loyalty, and Staying Competitive by Jim Sterne (2000, Trade Paperback)

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Published On: SKU: 7719-9780471382584.

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Product Information

A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites. Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites. This book will help you: * Create a service plan that takes full advantage of the Web's potential * Determine the best way to present your company's information on the Web * Effectively manage e-mail * Find out exactly what your customers want and measure their satisfaction * Examine how others are using networked computer communications * Utilize extranets to lock in customers and channel partners and lock out competitors Visit our Web site at www.wiley.com/compbooks/

Product Identifiers

Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471382582
ISBN-13
9780471382584
eBay Product ID (ePID)
1678496

Product Key Features

Author
Jim Sterne
Publication Name
Customer Service on the Internet : Building Relationships, Increasing Loyalty, and Staying Competitive
Format
Trade Paperback
Language
English
Publication Year
2000
Type
Textbook
Number of Pages
368 Pages

Dimensions

Item Length
9.2in
Item Height
0.8in
Item Width
7.5in
Item Weight
22 Oz

Additional Product Features

Lc Classification Number
Hf5415.5.S737 2000
Edition Number
2
Reviews
"Customer Service on the Internet is one of those rarities: a thoroughly updated second edition of a book." (e-Business, October 2000)
Table of Content
The Web Was Made for Customer Service. Customer Service in a Modern World. Publishing on the Web. Managing E-Mail: When Customers Come Calling. Encouraging Customer Conversations. Measuring Your Success. Knowing Your Customers as Individuals-Again. Extranets-Access to Live Information. Customer Relationship Management. Getting Started. Planning for Tomorrow. Index.
Copyright Date
2000
Topic
Customer Relations, Internet / General, E-Commerce / Internet Marketing
Lccn
00-028213
Dewey Decimal
658.8/12/02854678
Intended Audience
Trade
Dewey Edition
21
Illustrated
Yes
Genre
Computers, Business & Economics

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Customer Service on the Internet : Building Relationships, Increasing Loyalty, and Staying Competitive by Jim Sterne (2000, Trade Paperback)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

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